Email Commands in Freshdesk offer a way to perform activities on a ticket from your inbox, by simply adding a one line command while responding to it. The activity can be anything like changing the status of a ticket, assigning it to an agent or adding a note to it. 


When replying to notification emails from your mailbox, you can include such commands to instruct Freshdesk to perform certain actions on a ticket. The Email Command text will be stripped by Freshdesk and will not be seen by the requestor, while the rest of the text will become a part of the conversation.


Example:


A ticket's assigned to your group, Refunds, by the Dispatch'r because the subject line is "Refund" but it's really an enquiry about refunds and clearly needs the expertise of a sales person. Instead of logging in and changing the group, you can just as easily reply to the email notification with the delimiter, instructing your helpdesk to assign it to Sales.

 


Meanwhile, Freshdesk identifies your email command and as instructed, changes the priority of the ticket to medium and assigns it to the Sales group. The rest of your email content will be added as a conversation to Freshdesk, and also sent to the Requester via email if it's a notification that involves the Requester.


All email commands should be in the syntax mentioned above. In the above example, @simonsays is the delimiter text within which the actual command text needs is inserted. This can be changed to anything you want in the Admin tab.


Quick Guide to configuring the delimiter text:

  • Login to your Freshdesk account.
  • Go to the Admin tab.
  • Under Helpdesk Productivity, click on Email Commands.
  • Under Email Commands Delimiter, specify your preferred text. 
  • Click the Save button. 

Once you have made the changes, make sure you remember to use the updated delimiter while replying to an email. 


Custom ticket fields


Email commands also work with custom fields you have added to your ticket form. For example, 



@Simonsays "Phone Number":"123-456-7890" @Simonsays


Similarly you could use commands to manipulate your helpdesk tickets right from your mailbox. Here are the list of all email commands:

 


Command What does it do What else can it do

"status":"closed"

 Set status as closed Can also set as open, pending or any custom status

"priority":"high"

 Set priority as high Can also set as urgent, medium, low

"agent": "John Robert"

 Assign ticket to John Robert Can assign to any agent in the helpdesk

"group": "support"

 Assign ticket to support group Can assign ticket to any group in the helpdesk

"source": "email"

 Update source of the ticket as email Can update it to portal, phone, forum, twitter, facebook, chat, mobihelp and feedback widget

"type": "Question"

 Update ticket type as question Can update it to other ticket types like incident, problem or any custom ticket type.

"product": "product1"

 Update product to product1 Can update to other products in your helpdesk

"action": "note" 

 Add a private note